Frequently Asked Questions
A great number of purses and handbags get lost in Switzerland or are stolen. Theft and loss of personal items and documents are also frequent abroad. These incidents do not only bring about stressful and demanding tasks for the owners, but may also have financial consequences. Indeed, replacing credit and/or bank cards, an ID, a driving license and passport can cost more than CHF 200.
With CardProtect both the replacement costs of your personal documents and the blocking of your credit cards are insured.
The most important benefit:
In the event of loss, CardProtect saves you from making numerous tedious calls to your banking institutions or other card issuers. We will take care of this for you immediately!
Yes, you do. If you have a household insurance, the insurer normally covers you for stolen objects in the event of burglary or attack. However, what about the most frequent case losing things? Also, very often the expenses which are to be reimbursed are under the excess amount, typically amounting towards CHF 200.
In addition, CardProtect provides a further crucial benefit: Just call and CardProtect can have your lost/stolen cards (also SIM cards!) blocked and makes important personal data, such as your ID number, available to you in an emergency.
No matter when and where the theft or loss happens, we are available any time. The emergency hotline is operated around the clock during 365 days. If calling from abroad, just select the emergency telephone number, dialling, however, the country code for Switzerland (0041 and/or +41) instead of the area code 0.
Due to our contacts with banks and card issuers, we are able to have your cards immediately blocked after your call. Subsequently, a confirmation is sent to you by email.
Your bank charges fees and costs for card blocking/replacement card, and you receive confirmation of the expenses. Please forward this confirmation, your new card data as well as your bank data, enabling us to reimburse your expenses by bank transfer and ensuring that the new cards are secured immediately.
Normally it can take up to two weeks between blocking the card and reimbursing the expenses. However, this also depends on how fast you are able to submit your documents.
In this case, please forward proof of card blocking and replacement expenses: These expenses can be reimbursed.
No, you cannot, as the policy firmly outlines the insurance cover, no expansion for the individual cardholder is provided.
Questions regarding Safe Online
The insurance covers non-delivery of goods as well as the inconsistent delivery of insured goods.
Non-delivery means that the insured goods have not been delivered within 30 calendar days after the date of debiting the amount for the order in question, the date being indicated on the account statement of the insured party.
Inconsistent delivery means that the received insured goods do either not correspond to the item numbers of the manufacturer and/or provider indicated on the order form, or are incomplete, broken or defect.
Covered by „Safe Online“ is each mobile item which was bought new for private use on condition that the object
- 1. was bought over the Internet from a provider domiciled in Switzerland, Liechtenstein, Norway, Monaco, the European Union, Australia, New Zealand or the USA while the policy is in force;
- 2. was financed by means of a card issued by GE Money Bank;
- 3. was not acquired in an online auction;
- 4. was delivered to the insured party by mail or by a private carrier in Switzerland or Liechtenstein;
- 5. is of an individual value of CHF 50 (incl. VAT) or more.
Series/sets or pairs are considered as part of a whole and are also insured as such.
Example: Porcelain tableware
The insurance only applies to goods with a single purchase price amounting to at least CHF 50 (incl. VAT).
I ordered five shirts in an Internet shop for a price of CHF 35 each. These were not supplied. Can I now claim a reimbursement of CHF 175?
The insurance only applies to goods with a single purchase price amounting to at least CHF 50 (incl. VAT) and not to the total spending of an order. As each shirt only cost CHF 35, your expenses are not covered.
Vom Versicherungsschutz ausgeschlossen sind Güter mit einem Einzelkaufpreis von unter CHF 50.− (inkl. MWST) sowie:
- living animals;
- cash, share certificates, loans, shares, other securities or transferable commercial documents;
- jewellery or jewels, objets d’art, gold or silver work with a value of more than CHF 150;
- stream online or downloaded digital data (MP3 and other files, photographs, software, etc.);
- all services bought online;
- all services used online;
- all goods intended for professional or industrial purposes;
- all goods destined for resale;
- intentional and/or maliciousfault on behalf of the insured party;
- damages of the insured good which have been caused by the insured party due to gross negligence;
- non-delivery of the insured good due to strikes on behalf of postal services or carriers;
- damages caused by war, terrorism or natural disasters;
- cases of damage arisen from fraudulent use of your credit card.
While the policy is in force, goods have to be purchased by means of your credit card and have to represent a single purchase price of at least CHF 50 (incl. VAT).
Is the insurance cover still valid if I financed only a part of the purchased goods by means of my credit card?
The insurance cover is only valid if the entire purchase were financed with your credit card. If you paid only part of it by credit card, the insurance cover is not valid.
The upper limit of liability consists of CHF 2,000 per damage/loss, and CHF 7,500 for all events of damage/loss per continuous period of twelve months.
What do I have to do if an insured good purchased by means of my credit card is damaged or not supplied?
If the insured good was never delivered or was supplied in a damaged state, please contact the provider and try to reach an amicable arrangement (e.g. replacement or refund).
If no amicable arrangement can be obtained, report the damage to the insurer. The person in charge then negotiates with the provider in order to find a satisfactory solution.
=> Should no satisfactory solution to be obtained within 90 days, the insurer will reimburse the amount corresponding to the purchase price of the insured good to the insured party. In this case, please forward the insured goods to the insurer, and transportation costs will be covered by insurer.
=> If the provider accepts to either send a substitute after the insured good has been returned or to reimburse the debited amount to the insured party, the insurance covers the forwarding expenses for returning the item to the provider, should these expenses not be incurred by the provider him/herself.
When reporting damage or loss, you have to forward the completed and signed damage/loss form to the insurer, as well as:
- the printout of the order confirmation (email), any confirmation for the acceptance of the delivery on behalf of the provider or the printout of the order page;
- the copy of either the card statement or the debit note of the insured party, which bears evidence of the amount debited due to the order in question;
- the note received upon delivery in case a private carrier supplied the article(s);
- proof of delivery for mail order;
- receipt of the amount of forwarding expenses in case the insured good was returned to the provider.
I reported damage to Chartis. What telephone number do I need to call in order to get additional information concerning my claim? Do I have to indicate a reference number?
As soon as your damage report has been registered with Chartis, you shall receive a confirmation in writing, indicating both name and telephone number of the person in charge as well as the reference number for your damage report.
Can I call the insurer in order to inquire whether the damage in question is covered by my insurance?
No, you cannot. No promises of cover are given on the phone.
Instead, complete the damage/loss form and forward it immediately to the address indicated on it.
In the damage report sent to the insurer, the damage/loss has to be adequately documented.
Damage reports are checked by the person in charge in due consideration of all submitted documents and according to the General Terms and Conditions of the insurance.
The damage/loss form can be downloaded here.
IN CASE OF DISPUTE, the GENERAL TERMS AND CONDITIONS OF INSURANCE ARE RELEVANT.